Inbound Team Lead

About the Role: 

This is a chance to have a significant impact in supporting representatives who work diligently to change the lives of people and communities dealing with the effects of addiction. In this role, you will be supporting the inbound team 40% of your work week and the other 60% you are responsible for engaging with individuals who may be struggling with substance use disorders and helping them understand the whole-person care and individualized support that Eleanor Health provides so that they can decide whether Eleanor is right for them. Through these interactions, you will lay the foundation of trust and understanding that lets our representatives and members we serve know that Eleanor Health is there for them. This role will report to Eleanor’s Access Team Supervisor.          

Primary Responsibilities:

• Understand Eleanor Health’s care model and be able to communicate it’s value in a clear, compassionate and non-judgmental way
• Understand insurance policies, including the umbrella plans. Be able to effectively verify insurance or navigate payor websites to provide support to representatives to ensure eligibility for services
• Support the inbound team who directly communicate with potential members (phone, email and chat) inquiring about the nature of Eleanor Health’s services
• Be available to assist staff in handling situations and calls that require a higher level of experience. 
• Monitor queue and track inbound calls keeping representatives aware of inbound calls, calls waiting, abandonment rate, etc. 
• Motivate and encourage representatives with positive communication and feedback. 
• Support direct supervisor with daily workflows to ensure representatives are supported and questions are answered.
• Facilitating meetings with supervisors to discuss performance issues and provide feedback on progress
• Supporting feedback to direct Supervisor in regards to employee performance.
• Supporting with making sure that all shifts are covered
• Work alongside training team to help employees improve their skills and learn new processes
• Reviewing incoming calls or chats to determine how best to respond to customer inquiries
• Monitoring call activity to identify opportunities for improvement or resolve problems in real time
• Support with implementing new training programs as needed to support department goals
• Any additional tasks that may be needed by direction of Supervisor 

Qualifications:

• Are highly empathetic, non-judgmental, open-minded and resilient
• Are experienced and comfortable using all platforms used by Eleanor Health teams.
• Build trust quickly and can translate complex concepts such as insurance and care into easily understood conversations that put potential representatives and members at ease.
• Have strong interpersonal communication skills, written communication skills, and active listening abilities
• Communicate effectively through communication platforms to support teams
• Ability to collaborate alongside with clinic teams to meet member needs and support colleagues
• Are highly motivated and self-directed with the ability to toggle between phone calls, documentation, and collaboration with other team members
• Enjoy working in a fast-paced, collaborate environment
• Soft Skills needed for this role: 
  • Time Management-Must be able to work independently to meet deadlines
  • Communication Skills-Must be able to communicate both verbally and written in a professional manner
  • Interpersonal Skills-Emotional intelligence, empathy, motivation, and patience
  • Critical Thinking-Effectively able to analyze information without bias to make informed decisions/solutions to support the team
  • Leadership Skills-Help to oversee processes, guide initiatives and steer the team toward the achievement of goals

What we offer:

• The chance to be part of an open-minded, diverse, and dedicated team of passionate people
• Awesome medical benefits that include four options for all full-time employees, from an 100% employer paid high deductible plan to a low deductible EPO plan. A la carte dental and vision benefits are offered, too!
• Flexible paid time off that includes 80 annual Hours of PTO accrued monthly, up to 10 wellness days granted to you upfront, and 12 paid holidays (three of which are floating holidays to use for whatever is important to you)
• Great pay that consists of a competitive hourly rate as well as development opportunities. 

About Eleanor Health

Eleanor Health is the first outpatient addiction and mental health provider delivering convenient and comprehensive care through a value-based payment structure. Committed to health and wellbeing without judgment, Eleanor Health is focused on delivering whole-person, comprehensive care to transform the quality, delivery, and accessibility of care for people affected by addiction.

To date, Eleanor Health operates multiple clinics and a fully virtual model statewide across Louisiana, Massachusetts, New Jersey, North Carolina, Ohio, Texas, and Washington, delivering care through population and value-based partnerships with national and regional payors, employers, and other stakeholders.

If you are passionate about providing high quality, evidence based care for individuals with substance use disorder through an innovative practice, and about building a great business that makes a difference, Eleanor Health is an ideal opportunity for you. We seek highly skilled, motivated and compassionate individuals who take responsibility and adapt quickly to change to join our deeply committed and collaborative team.

 Job Type: Full-time